This E-book contains the lesson material for the SVH social responsibility exam. SVH social responsibility is intended for people working in the hotel and catering industry. This mainly concerns organisations or companies that serve alcohol, because of the obligation under the Dutch ‘Drank- en Ho...
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,TABLE OF CONTENTS
Chapter 1 - Social Responsibility 5
Chapter 2 - Guests 16
Chapter 3 - Enforcing rules 21
Chapter 4 - Risk behaviour in rule enforcement 27
Chapter 5 - Discussion models 33
Chapter 6 - Alcohol 39
Chapter 7 ‐ Drugs 44
Chapter 8 ‐ Tobacco 49
Chapter 9 ‐ Gambling 52
Chapter 10 ‐ Safety provisions 55
3
, INTRODUCTION
This E-book contains the lesson material for the SVH social responsibility exam. SVH social
responsibility is intended for people working in the hotel and catering industry. This mainly
concerns organisations or companies that serve alcohol, because of the obligation under the
Dutch ‘Drank- en Horecawet’ (Licensing and Catering Act) to have a ‘Declaration of knowledge and
understanding of Social Responsibility’.
Social responsibility is also certainly important for organisations or companies that do not serve
alcohol. Social responsibility deals with many relevant topics, such as work environment, guest
orientation, tobacco, drug0s or gambling and dealing with the practical situation with the use of
discussion models.
OEFENTOETS.COM
This e-book is a preparation for the practice questions and trial exams that are offered via
Oefentoets.om. The objective of Oefentoets.com is to transfer digital knowledge in an effective
way. The website of Oefentoets.com is suitable to practise online with your smartphone, iPad or
computer. It allows the user to practice anywhere, anytime. In the bus, in a library or just from
home. If you have a short moment, you can effectively use this time to prepare for an exam.
With the trial exams via Oefentoets.com we try to imitate the official exam as much as possible.
This means that we approach the number of questions, the time limit and the way the questions
are phrased as closely as possible.
Change law July 1, 2021
The ‘Drank- en Horecawet’ (Licensing and Catering Act) has been
changed to the Alcohol Act on 1 July 2021. The legislation will continue
to exist but will change radically with the aim of reducing and/or
preventing problematic alcohol use. This change is also known as the
'alcohol law'.
4
,1.1 Why social responsibility?
1.2 The law
1.3 Responsibilities of managers
1.4 The hotel, restaurant and café industry and the business formula
1.4.1. Types of establishments
1.4.2. Target groups
1.4.3. Business formula (6 Ps)
1.4.4. Hospitality formula
1.5 Alcohol supplying companies
1.6 Social Responsibility Policy
5
,What does ‘sociale hygiëne’ (social responsibility) mean?
Hygiene comes from the word Hygieia, which means ‘goddess of purity and health’. Social
responsibility in organisations means that the entrepreneur ensures a healthy environment for
employees and customers. The word social means ‘society’ and these are the people around us.
These are the people around us.
Definition of social responsibility (sociale hygiëne)
Social responsibility means that people respect each other’s physical and mental health.
1.1 THE PURPOSE OF SOCIAL RESPONSIBILITY?
People’s conviviality and relaxation often go hand in hand with food and drink. Too much alcohol can
cause long-term damage, including physical complaints and social problems. To prevent this from
happening, the Dutch ‘Drank- en Horecawet’ (Licensing and Catering Act) exists. This law sets
requirements for the knowledge of the manager in the field of social responsibility.
It is important for a manager to have knowledge about:
1. The effects of alcohol on the body and mind (and combinations with drugs or medication).
2. Alcohol abuse and addiction.
3. The laws and regulations of alcohol.
4. The gaming machines and gambling addiction.
Social responsibility is a mandatory aid for responsible alcohol dispensing (Mandatory for
manager).
Values and standards
Social behaviour includes values and standards.
We learn values and standards for the environment in which we live (society) from an early age,
including the environment at home, at school, at work or through social media. The environment
is our frame of reference. Social behaviour is therefore also respecting each other on the basis
of standards and values.
A value is what someone strives for. This can be for example: being honest, being sweet and
caring, sharing materials or not smoking. In principle, each individual has, in principle, his own
values and can shape and determine them himself.
A standard or decency standard is that what is defined in our culture. For example, no feet on the
couch, getting up for the elderly in the tram, no jumping in the queue. The standards are ‘in
principle’ self-evident for every Dutchman. Of course, there can be differences, such as one
drinking from a glass and the other from a bottle. The values that exist are the standards. The
standards are therefore concrete rules of conduct.
6
,Ethics
The philosophy of what is ‘right’ or ‘wrong’ is also called ethics.
The values and standards of decency determine how a person should behave and are called
morality. A person who adheres to the values and standards of decency exhibits moral behaviour.
The environment largely determines the standards and values.
1.2 THE LAW
The ‘Drank- en Horecawet’ states that a manager of a company where alcohol is served or sold
has the following obligations:
• He has to obtain the ‘Verklaring van kennis en inzicht sociale hygiëne’ (SVH Social
Responsibility certificate -the course you are taking now)
• He must be entered in the ‘Register Sociale Hygiëne’ (Social Responsibility Register)
(after passing the exam)
The decree knowledge and understanding of social responsibility of the ‘Drank- en Horecawet’
describes what the manager must know and be able to do.
What is a manager? (Article 1 ‘Drank- en horecawet’)
A manager is a person who is in charge of the daily management on the shop floor. This can be
the owner or authorized representative but can also be a person of the general management
who is not the owner.
Requirements for the manager or employee of the hotel and catering establishments and
offlicences, (Article 8.1 ‘Drank- en horecawet’).
He or she:
• must be at least 21 years old
• must not exhibit bad behaviour.
• must not be under guardianship.
There must be at least one manager present during opening hours, that is stated in the catering
licence.
A manager must be registered in the ‘Register Sociale Hygiëne’ (Social Responsibility Register)
(Article 8.3 of the ‘Drank- en horecawet’).
Exception: an owner who does not work on the shop floor does not need to be registered (Article
8.4 of the ‘Drank- en horecawet’).
At least one manager must be present during opening hours (Article 24.1a ‘Drank- en horecawet’).
Please note that this manager must also be included in the annexe to the ‘Drank- en
Horecavergunning’ (Licence under the Licensing and Catering Act 2013). This licence is issued by a
municipality.
No person under the age of 16 is allowed to work at a location where alcoholic beverages are
served. (Article 23.2 of the ‘Drank- en horecawet’). NB: in the kitchen a 15 year-old-person (or
younger) is allowed to work!
It is forbidden to sell alcohol to young people under the age of 18.
7
,Paracommercial legal entities
A paracommercial legal entity is a foundation or association that focuses on creative, sporting,
educational or other social activities. The legal entity’s main activity is not the sale of alcoholic
beverages.
If alcohol is served in a paracommercial legal entity, this is permitted if at least two managers
meet the requirements of Article 8 of the ‘Drank- en Horecawet’.
Alcohol can only be served if:
1. a manager is present holding a ‘Verklaring kennis en inzicht sociale hygiëne’(Declaration of
Knowledge and Understanding of Social Responsibility).
or
2. a volunteer holding a ‘Instructie verantwoord alcoholschenken’ (Responsible Service of
Alcohol Instruction) (IVA). There is a mandatory registration of the volunteers who have
received these instructions.
In Annexe B of this summary you will find the legal texts of the ‘Drank- en horecawet’ that relate
to para-commercial legal entities.
Risk Inventory and Evaluation (RI&E) (Article 5 of the Working Conditions Act)
Pursuant to the Working Conditions Act, an employer is obliged to carry out a risk inventory and
evaluation (RI&E) in writing, based on 3 steps:
1. Evaluation of risks. The greatest risk is listed at the top.
2. A plan to prevent these risks.
3. Determine whether the RI&E meets the requirements according to the Working Conditions
Act.
The employer is obliged to ensure a safe and healthy workplace with good lighting, ventilation of
the workspaces that remain within the standards of noise exposure. In addition, he provides clear
instructions, coaching, training and prevention of stress and other negative factors such as
violence, sexual harassment.
1.3 RESPONSIBILITIES OF MANAGERS
It follows from the ‘Arbowet’ (Working Conditions Act) (including Article 8) that a manager has the
following responsibilities:
1. Providing information about risks and measures (to employees).
2. Giving instructions (to employees) about their work and safety.
3. Monitoring employees.
4. Organizing a periodic work consultation (with the employees).
Ad1) Providing information (to employees).
House rules, laws, expertise, procedures. The manager ensures a safe working environment.
Ad2) Giving instructions (to employees).
The manager lets the staff know how to work safely and how to deal with aggressive customers.
He/she also tells you how best to start a conversation with customers (see chapter 5 discussion
models).
The instructions are given by showing him how he handles things, shows videos, have employees
follow training courses, performing role-plays, etc.
8
,Ad3) Monitoring (employees).
Supervision by the manager who helps to ensure that the instructions are followed (of points 2
and 3).
Ad4) Work consultation (with employees).
Regular consultation between the manager and staff (from the shop floor). Topics to be discussed:
• safety
• work planning
• products
• sales
• customer/guest complaints
Many managers have a short talk before work (briefing) about what is planned that day during
work and what everyone should pay attention to. If necessary, a short consultation can also take
place after work (debriefing). In the debriefing it can be discussed whether the work went
according to the procedures , what went well and what the improvement points are.
1.4 THE HOTEL, RESTAURANT AND CAFÉ INDUSTRY AND THE BUSINESS
FORMULA
A hotel, restaurant or café establishment draws up a business formula and a hospitality formula.
The type of establishment and the target group determine these formulas.
The four words in bold above are explained (in detail) in the following four paragraphs.
1.4.1. Types of establishments
The Dutch word ‘horeca’ means: hotel, restaurant and/or café. The hotel, restaurant and café
industry can be divided into three types.
1. establishments that provide accommodation
2. establishments that provide food
3. establishments that provide beverages
1. Establishments that provide accommodation
Are hotels, youth hostels or boarding houses where one or more nights can be spent.
2. Establishments that provide food
are companies that serve meals (and drinks). Examples of establishments that provide food: snack
bars, pizzerias, restaurants, bistros or transport cafes.
3. Establishments that provide beverages
are pubs, bars, discotheques and coffee corners. The primary product is the drink, food is of minor
importance.
Weak alcoholic beverages contain less than 15% of alcohol
Spirits contain more than 15% of alcohol
9
, 1.3.2. Target groups
A target group is a group of people with more or less the same characteristics. A target group has
certain needs that you can respond to as an entrepreneur.
Businessmen
The target group of businessmen has more to spend and often uses the hotel and catering
industry for business appointments. There is a need for a quiet environment and people want to
be helped quickly (due to lack of time).
Recreational guests/ tourists
The tourist has the need to taste local drinks and snacks. It is important to deal well with cultural
differences and if possible to speak the language of the tourist. An employee with English, German
or, for example, Spanish language skills is of added value.
School children
The target group of school children often has less money to spend. The pupil needs music and
does not want to be watched and to follow strict rules.
Students
The students often have less to spend and go to the hotel and catering industry for social contact.
Hotel, restaurant and pub visits go hand in hand with the necessary drinks and conviviality.
Searching for boundaries and being noisy is often characteristic of this target group.
Dual-income couples
The target group of dual-income couples has more to spend and more need for luxury. They use
the hotel and catering industry to maintain social contracts and also to go out to dinner after work.
Parents with children
This target group needs an environment where children are wanted. A play corner, toys, colouring
pictures and a children’s menu on the card are of added value to this target group.
10
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